Customer Experience Apps and AI Product Manager

Job Description

As a Product Manager in the Webex Contact Center, you will focus on enhancing insight capabilities for contact center leaders and managers, who are pivotal in optimizing contact center effectiveness. By leveraging AI, you will delivery solutions which can extract value from 100% of interactions, surface insights that enable leaders to optimize workflows, update routing strategies, and upskill agents. This approach aims to improve key performance metrics such as average handle time, first call resolution (FCR), and customer satisfaction (CSAT). You will collaborate with the Webex Contact Center team to integrate these insights into actionable strategies, ensuring that our solutions meet the evolving needs of contact center leaders Working closely with enterprise customers and partners to understand their pain points and enhance the Webex Contact Center offering. Conducting competitive analysis, customer research, and data-driven decision-making to guide product development. Defining and prioritizing product features based on market trends, customer needs, and business objectives. Collaborating with design and engineering to build and launch high-quality products. Partnering with sales, marketing, and customer success teams to drive adoption and growth. Managing the product lifecycle from ideation to execution, including go-to-market strategies and post-launch iterations. Make our team better, make our customers successful. Minimum Qualifications: Product management experience of 3-7 years. BA/BS in Engineering or Business is required. MBA preferred. Preferred Qualifications: Excellent communication skills and ability to work with engineering, UX, marketing, and sales teams. Proficiency with data. Customer experience or contact center background preferred Strong understanding of AI tools and technologies Ability to work independently, communicating across multiple time zones.